Service quality delivery through web sites: A critical review of extant knowledge

By V. Zeithaml, A. Parasuraman, Arvind Malhotra. Journal of the Academy of Marketing Science, 2002

3,053 citations recorded by the source corpus.

Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/ab63ef091c0330f4edc967a709b53c01c4f57725

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Citations in the corpus

Development and validation of an instrument to measure user perceived service quality of information presenting Web portals (2005, background): “Most previous studies, however, have focused either on the service quality of transaction-based or retailing oriented Web sites [9,19,35,51–56] or on the Web design quality [5,33,57,58].”
The role of perceived usefulness, perceived ease of use, security and privacy, and customer attitude to engender customer adaptation in the context of electronic banking (2008, background): “Similarly, Zeithaml et al. (2002) stated that the degree to which an innovation is easy to understand or use could be considered as perceived ease of use.”
Global Customer Engagement (2018, background): “Research has suggested that culture influences consumer perceptions (Zeithaml, Parasuraman, and Malhotra 2002), attitudes, behavioral intentions (Chung and Pysarchik 2000), experiences (Zhang, Beatty, and Walsh 2008), and satisfaction (Leung, Moneta, and McBride-Chang 2005).”
Online servicescapes, trust, and purchase intentions (2010, methodology): “Similarly, evidence highlights the centrality of information relevance to web site evaluations (e.g. Bauer et al., 2002; Zeithaml et al., 2002).”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “Similarly, Zeithaml et al. (2002) found that online service quality affects satisfaction and purchasing.”
Measuring the Quality of E-Banking Portals (2005, neutral): “Similarly, Zeithaml et al. (2002) differentiate between core services and recovery services.”
Relating e‐satisfaction to behavioral outcomes: an empirical study (2004, background): “) and more specifically, the antecedents and behavioral consequences of e-satisfaction ( Zeithaml et al. , 2002”
Curvilinear Effects of User-Generated Content on Hotels’ Market Share (2013, background): “…risk in a website transaction is perceived to be greater than a traditional face-to-face service encounter given the level of technology readiness (Zeithaml, Parasuraman, and Malhotra 2002), the amount of negative information posted (Ha 2004), and the complexity of the transaction (Harris and…”
The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019, background): “Zeithaml et al. (2002) assembled what is currently known about service quality delivery through websites on ﬁ ve main dimensions: information availability and content, ease of use, privacy/security, graphic style, and ful ﬁ llment/reliability.”
Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism (2016, background): “…reasons for online shopping (Hoffman and Novak, 2009), as well as the quality of information that, coupled with the ability and ease to search for products and prices, increases satisfaction, the intention to visit the web site again, and the willingness to re-purchase (Zeithaml et al., 2002).”
New measurement scales for evaluating perceptions of the technology‐mediated customer service experience (2004, background): “Service organizations are finding that interacting with their customers via these new technologies can be a significant challenge (Zeithaml et al., 2002).”
The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value (2009, methodology): “. comQ (Wolﬁnbarger & Gilly, 2002) e-SERVQUAL (Zeithaml et al., 2002) † Customer satisfaction generally means customer reaction to the state of fulﬁlment, and customer judgement of the fulﬁlled state (Oliver, 1997).”